Dropped Call and unprofessionalism

Good day. I have called discovery this morning for authorisation that they keep declining as it is “not a PMB” My Orthopedic has send 3 motivations and send the “knee dislocation” criteria and no respond. The reply email said 2-3 working days. The lady that helped me this morning has put me on hold for 20min and transfered me to another department and said she has speed up the request and already gave the reference number to the next consultant. The lady in Pre-Authorisations named Palesa answered. I asked her to call me back as I was put on hold for so long she said Yes. She only called me back 10 minutes later. She asked me twice how can she help me, I explained and she has no clue what is going on and I gave her the reference number. The call was silent for 2 minutes She asked me to please wait a moment she just want to find something out and then dropped the call. This was 12:48 still no response from anyone. This is unacceptable. We pay for something and we must always fight blood sweet and tears for a favourable feedback, that doesn’t happen.